Case Study: Health Insurance Company improves contact center training with TTEC analytics

Health Insurance Company - Customer Case Study

TTEC worked with a health insurance company that needed a better way to track and improve the performance of new contact center associates during training. Because key data such as quality assurance, knowledge assessment, and customer interaction metrics were spread across multiple systems, instructors and leaders lacked a clear, real-time view of how trainees were doing or where the curriculum needed improvement.

TTEC implemented an integrated analytics cloud platform that brought together multiple performance sources, including handle, hold, and talk times, simulated call satisfaction scores, knowledge checks, and schedule adherence. The solution delivered customized daily dashboards and reports for trainers, managers, and senior leaders, enabling faster coaching and curriculum updates. As a result, the company discovered that live calls were less stressful than simulations, adjusted training to be more realistic, and improved its ability to validate training effectiveness and support a better member experience.